Case Study: Driving Scalability and Performance During Holiday Ramp

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IntouchCX supports brands across the globe by providing exceptional workforce management solutions. By leveraging innovative technology, we optimize agent schedules and productivity through forecasting and real-time management to drive performance.

With extremely high contact volumes around the holiday season, a multinational athletic apparel retailer needed our support for their holiday ramp. They required a partner who could swiftly accommodate the surge in holiday email volume across multiple geographies.

Here are just a few of the results: 

  • 95% CSAT (15% higher than goal)
  • 15% AHT improvement


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